|The Accessibility Standards for Customer Service (Ontario Regulation 429/07)
came into force on January 1, 2008. If you are a provider of goods or services,
and have one or more employees in Ontario, you will be required to comply with
the regulation. The following is a summary of requirements*:
- Establish policies, practices and procedures on providing goods or services
to people with disabilities.
- Set a policy on allowing people to use their own personal assistive devices
to access your goods and use your services and about any other measures your
organization offers (assistive devices, services, or methods) to enable them to
access your goods and use your services.
- Use reasonable efforts to ensure that your policies, practices and procedures
are consistent with the core principles of independence, dignity, integration
and equality of opportunity.
- Communicate with a person with a disability in a manner that takes into
account his or her disability.
- Train staff, volunteers, contractors and any other people who interact with
the public or other third parties on your behalf on a number of topics as
outlined in the customer service standard.
- Train staff, volunteers, contractors and any other people who are involved in
developing your policies, practices and procedures on the provision of goods or
services on a number of topics as outlined in the customer service standard.
- Allow people with disabilities to be accompanied by their guide dog or
service animal in those areas of the premises you own or operate that are open
to the public, unless the animal is excluded by another law. If a service animal
is excluded by law, use other measures to provide services to the person with a
- Permit people with disabilities who use a support person to bring that person
with them while accessing goods or services in premises open to the public or
- Where admission fees are charged, provide notice ahead of time on what
admission, if any, would be charged for a support person of a person with a
- Provide notice when facilities or services that people with disabilities
rely on to access or use your goods or services are temporarily disrupted.
- Establish a process for people to provide feedback on how you provide goods
or services to people with disabilities and how you will respond to any feedback
and take action on any complaints. Make the information about your feedback
process readily available to the public.
Who can I contact
Government of Ontario
For questions about the AODA or accessibility
standards, please contact:
Accessibility for Ontarians with Disabilities
Act (AODA) Contact Centre
TTY Toll-free: 1-800-268-7095
City of London
For questions about accessibility at the City
of London, please e-mail
or call 519-661-2500 ext 5879.
|If you are a designated public sector organization or other provider with 20 or
more employees, you must also:
- Document in writing all your policies, practices and procedures for providing
accessible customer service and meet other document requirements set out in the
- Notify customers that documents required under the customer service standard
are available upon request.
- When giving documents required under the customer service standard to a
person with a disability, provide the information in a format that takes into
account the person’s disability.
Also, training by January 1, 2010 is required for businesses
providing goods and services to the City of London. On our website
you'll find training resources available that can be used at no charge.
Additional information for you
At the Ministry of Community and Social Services website you’ll find information and resources to help you
understand how to comply with the regulation.
* Please note: This list was prepared by the Accessibility Directorate of Ontario
and is for information purposes only. This is not legal advice and should be
read together with the official language of the standard.